Senior Manager, B2C Engagement & Retention

Responsibilities

• Own the strategy
• Define how Zola communicates with couples across their entire planning journey
• Build and evolve the program
• Move it from one-size-fits-all towards segmentation that responds to where each couple actually is
• Own the roadmap for how we get there
• Make personalization real
• Build toward a program where messages feel relevant to this couple, not all couples
• Develop a clear point of view on where personalization moves the needle and where it introduces noise
• Run a rigorous experimentation program
• Define success in terms that connect to real business outcomes like activation, engagement, revenue
• Develop your direct report
• Manage and grow one direct report who owns day-to-day execution of the blast calendar and promotional sends
• Create real growth opportunities and hold the bar on quality
• Partner cross-functionally
• Work across Product, Merch, BI, and Creative to move the program forward

Requirements

• 7-9 years in a B2C marketing role with real ownership over a customer-facing program
• Demonstrated track record of building programs that move the needle on engagement or retention metrics
• You think at the journey level before the campaign level. Your instinct when a request lands is to ask where it fits in the full arc of the customer’s experience.
• Analytically rigorous. You know how to design a clean test, read results honestly, and make program decisions from data rather than intuition alone.
• A natural pattern-matcher. You notice when something is off before it becomes a problem.
• Comfort with ambiguity and a bias towards figuring things out. This program is evolving and the person who runs it needs to be energized by that.
• Experience managing at least one direct report with genuine ownership over outcomes.
• Background Experience in lifecycle, CRM, retention or owned-channel marketing.
• Fluency in a modern lifecycle or CRM platform (Iterable, Braze, Klaviyo, etc).
• Comfort building logic and configuring triggers.
• Working knowledge of how customer data flows from a data warehouse into a CRM.
• Hands-on experience with AI tools applied to marketing, whether in content generation, personalization or workflow automation.
• Looker or similar BI proficiency to build and own a performance reporting view without relying on an analyst.
• Experience navigating any platform or tooling migration while maintaining program performance.

Qualifications

• Fluent in English
• Ability to work remotely
• Passion for customer service and wedding planning

Benefits

The salary range for this position is $120,000-$130,000. This full-time role will be hybrid at our office in NYC (Tuesdays & Thursdays).

Schedule

This role is full-time and hybrid, with Tuesdays and Thursdays in the office in NYC.